Ms Charlotte Flaus, Mr Scott Clarke1
1Ambulance Victoria, Burwood East, Australia
Introduction: Ambulance Victoria’s (AV) Secondary Triage Service provides a safety net for low acuity Triple Zero (000) callers, through provision of secondary assessment with the aim of connecting patients to appropriate care. Traditionally, secondary triage is conducted via voice-only telephone call, however this does not always provide Triage Practitioners (TPs) with the optimal information for accurate patient assessment and appropriate allocation of resources.
Purpose: We aimed to evaluate if video-assisted triage would enhance patient assessment, improve staff confidence and decision-making, and reduce unnecessary use of emergency ambulance resources.
Method: We performed a prospective study of video-assisted triage for emergency ambulance callers presenting with non-urgent health concerns in Victoria, Australia who underwent secondary triage between 27/11/23 and 21/02/2024. Descriptive statistics were used to compare video triage with voice-only triage by a TP on emergency ambulance dispatch. Follow-up with patients and TPs was conducted.
Results: A total of 3,046 patients were included of which 1,004 (33%) patients progressed to assessment using video triage. Of those who progressed to video triage, 350 (34.9%) patients were dispatched an emergency ambulance, compared to 919 (45%) patients who were assessed using voice-only triage. Overall, 93% of respondents to an automated evaluation form reported improved experience using video triage.
Conclusion: The use of video telehealth by TPs was associated with fewer returns to emergency dispatch, and greater use of alternate service provision. Video triage will be incorporated as business as usual for low-acuity Triple Zero Victoria callers who are referred to AV Secondary Triage Services.
Biography:
Scott Clarke has a background in emergency nursing and paramedicine. He is a Team Leader Clinical Triage at Ambulance Victoria’s Operational Triage Services.
He believes that collaboration between health services is key to meeting the challenges of the post COVID era and achieving the best care outcomes for all Victorians